How do I submit a return?

Return eligibility We offer free returns on the first order you place with any brand, so you can feel confident trying out new products online. Free returns are only eligible on your first order with a brand. This means that any additional orders you place with that brand won’t be eligible for free returns, even if you are purchasing new products you have not ordered before. Typically, you’ll have 60 days to return all eligible orders. Return windows may vary based on account history and order activity; terms apply. The return window for each eligible order will always appear in your portal. If the order was placed using 60-day payment terms and the invoice isn’t paid, we won’t charge you for the items you’re returning. If the order was placed using payment on shipment, the cost of items you’re returning will be refunded directly to your original payment method at the time the return is scanned into transit by the carrier. Please allow 5–10 business days for the refund to show up on your payment method. Once you submit the return on Faire, we’ll email you a prepaid shipping label. You can also find and print this label directly from your Faire account. Some important notes: Return shipping costs are covered by Faire, but the original shipping costs and import fees to your store are non-refundable. If an invoice has been paid with Faire credit and a payment card, the credit will be returned first. If Faire Direct credit was originally used to pay for an order that was returned, it will not be restored automatically to your Faire account as credit. Customized products or testers can’t be returned. Partial or single items from pre-packs are not returnable. All items included in an apparel pre-pack must be returned as a complete set. Returning from the US or Canada If you're based in the US or Canada, returned items are sent to our warehouse, where they’re thoroughly inspected before being resold at a discounted price on Faire. Returning from Europe, Australia, or New Zealand If you’re based in Europe or Australia, you are still eligible for free returns on opening orders, but the return process may be different based on your country. Details on this process are explained as you submit a return on Faire. Submitting a return If an order is eligible for a free return: Hover over your Account icon and select Orders . Find the order with the items that you want to return, and then select Create a return . You’ll only see this option if your order is eligible to return. For eligible orders, you'll also see the return window for that order. Select Start Return. Select the quantity of each item that you want to return and a reason for the return. Then, confirm the return total. Select Next. Select your return shipping method: For US retailers, you can either select the option to drop off at a carrier near you, or schedule a pickup . Returns will be shipped to Faire in the US. For UK retailers, you will only have the option to drop off at a FedEx depot. Returns will be shipped to our Donation partner in the UK. For EU retailers, you will only have the option to drop off at a UPS drop off point. Returns will be shipped to our Donation partner in the Netherlands. Once you’ve selected your shipping method, select Continue . Acknowledge & agree to our return policy and select Submit Return. Your return shipping label will be emailed, but you'll also have the option to print it right away from the return confirmation page. Please gently package your returns into sturdy boxes and prepare them for pickup or drop off. If you did not schedule a pickup, please be sure to drop off and ship back the items by the Ship Return By date noted on your return label. Shipping a return To help us process your return : Carefully inspect and package each return to prevent items from being damaged in transit. Make sure the items you return are in the same, like-new condition that you received them. If you feel like you have received incorrect or damaged items, please don’t return them. Instead, report them as damaged or missing . Include the same items and quantities you indicated when submitting the return Package individual returns separately, each with its own return label provided by Faire. Ship returns back by the Ship Return By date on each return label. If any items that you return are missing or in a condition that prevents us from selling them, you’ll be charged for those items. We’re unable to send back any damaged items that have been returned. Return labels If your return requires multiple boxes, or if you do not receive a return label, please let us know and we’ll connect you to a support specialist who can help create labels for you. Return metrics When creating a return, you will see a dashboard with your return metrics. Return Rate : Your return rate is the total value of returns created divided by the total value of your orders within the last 270 days. If you decide to keep a product after creating a return for it, that product will still be included in the calculation of your return rate. Returned Items : Your returned items is the total number of products you have created returns for within the last 270 days. The second number, the denominator, is the total number of products you have ordered within this time period.

When will I get my orders?

Faire has thousands of brands for you to shop, each with their own creation, fulfillment, and shipping processes. Each brand fulfills and ships your order directly, so you can always contact the brand if you have any questions along the way. What happens after I place my first order? After you place your first order on Faire, we’ll start verifying your account to make sure it meets our retailer eligibility guidelines. You might be asked to provide additional business information during this step. If so, you’ll see a notification in your portal and get an email with next steps. To learn more about how account verification works, visit How do I verify my account? How can I track my order? Every order will have a tracking number provided by the brand. We’ll show this on your Orders page for each order. You can select the order you want to track and choose Track Package . You’ll also receive an email with a link to the tracking number as soon as your order ships. If you have issues with an order after it has shipped, we recommend reaching out to the brand through your Messages tab for more information. What should I do if the tracking information is incorrect or missing? If you have issues with viewing the tracking details after your order that has shipped, we recommend reaching out to the brand through your Messages tab for more information. What if my order hasn’t shipped yet? The brand will provide an estimated ship date for your order, and we’ll keep you informed via email of this date. If they haven’t shipped your order after this date, you can contact the brand through your Messages tab to confirm the reason for the delay. If you’ve placed a Faire Source order, or if your order is being Fulfilled by Faire, please reach out to Faire Support for more information on your order. If you’d like to learn more about Faire source, please see What is Faire Source? How long will it take for my order to ship? Each brand sets their lead time based on how long it takes for them to prepare and ship your order. You can view the brand’s lead time while shopping, and where possible, we’ll provide a delivery time estimate to help you plan your purchase. Faire Source orders will ship within 1-3 business days. If you’re experiencing delays with receiving your Faire Source order, please contact Faire support. Can I expedite my order? W e value all our Brands' efforts and respect their hard work as they produce all of their products. Due to brands having full control over shipments, we have no power in expediting orders they receive. If you would like to request to receive your order at an earlier date, we recommend reaching out to the brand directly via your Faire Messenger. This will ensure full transparency between you and the brand regarding any exception they may be able to make for you. What if my order status is on hold? If this is your first Faire order, you may need to finish verifying your account before your order can process and ship. Your order will show an On hold status in your portal until your account setup is complete. For more information on what’s required to complete your account setup, visit How to get started on Faire. You may see an On hold status if the brand is requesting a shipping cost adjustment. These orders will require your review and approval if the shipping rate you confirmed at checkout has changed. For more information visit How does shipping work?

How can I cancel an order?

The option to cancel an order on Faire depends on how far along the brand is in processing it. You can check the status of your order and see cancellation options on the Orders page in your account. If an order is unexpectedly canceled, check your email for a message from us with the reason. You can also message the brand for more information. Can I cancel my order? You can cancel an order within 24 hours of placing it, as long as the brand has not already accepted the order. If the order does not show an expected ship date on the Orders page, the order has not yet been accepted by the brand. To cancel an eligible order: Hover over your Account icon and select Orders . Find the order you’d like to cancel and select Cancel items . A confirmation pop-up will appear where you will be prompted to select a cancellation reason and have the option of leaving a note for the brand about the cancellation. Once you select the Cancel Order button in the pop-up, the order will be canceled right away. How do I request a cancellation? If it’s been longer than 24 hours since you placed your order, or the brand has accepted the order, you’ll need to request a cancellation. If the order shows an expected ship date on the Orders page, the order has been accepted by the brand. To request a cancellation on an eligible order: Select your Account icon. Choose Orders from the drop-down menu . Find the order you’re hoping to cancel and select Request cancellation . A pop-up will surface where you will be prompted to select a cancellation reason (required), and can choose to leave a note for the brand regarding your request to cancel (optional). Once you select the Request cancellation button in the pop-up, your cancellation request will go to the brand to either accept or decline. The brand has 2 days to respond; if they do not, the request will be automatically declined. Can I cancel an order that has shipped? No, if the order status indicates it has already shipped, the order can no longer be canceled. What happens after my order is canceled? Once an order is canceled, you will receive an email with a reason for the cancellation. The order will also reflect a canceled status on your Orders page. Payment for orders is collected at the time of shipping according to the payment terms assigned to the order. We do not allow cancellation requests on orders that have shipped. If your order is canceled successfully, please know you will not be charged. In some cases, an authorization hold may take place prior to an order being shipped, and this hold will be dropped if the order is canceled. For more information please visit Why am I seeing a pending charge from Faire? What happens if my order is canceled but I didn't request a cancellation? If your order is canceled, you’ll get an email confirming the cancellation. If the order was canceled by the brand, the cancellation reason will be in the email. If your account has been verified, you can message the brand if you have questions. If a brand has not accepted or confirmed an order within 30 days of the order placement, our system will automatically cancel the order after the 30-day period. We have this check in place to avoid having you wait too long for an order without any update. We recommend reaching out to the brand directly via your Faire Messenger to see if they are able to provide any further insight on the order or assist you in placing a new order. If you need more information on the cancellation reason provided in the email, please reach out to our team and a support specialist can help.

How do I report issues with my order?

You can report an issue with your order for up to 14 days after it's delivered. If a package never arrived at all, report it as a missing package. If a package arrived but something inside it is missing, damaged, spoiled or melted, has a quality issue, or not what you ordered, report it as an item issue instead. What should I do before reporting a missing package? Before submitting a missing item report, please take the following actions to attempt to locate the package: Checked the entire property. Checked the mailroom and mailroom staff, if one is present. Checked with neighbors or nearby businesses. Checked any security footage available to you. Contact the carrier to obtain additional info and report the order stolen or lost. How do I report a missing package? If a package from your order never arrived, rather than something being wrong with an item you did receive, report it as a missing package. Select Orders in your account dropdown menu. Scroll to find the order and select Report issue . Choose Missing package as the issue. Select the products in the missing package and leave a comment for the brand. Choose how you’d like the issue resolved. To order a replacement, select Replace items . To receive a refund, select Get a refund . Review the details on the confirmation screen, then select Submit . How do I report an issue with items in my order? If your order arrives with a problem, whether an item is missing, damaged, spoiled or melted, not what you expected, or not what you ordered, you can report it directly from your account. Follow these steps to submit your report. Select Orders in your account dropdown menu. Scroll to find the order and select Report issue . Select Issues with items , then select the product affected. Choose the issue type that matches your situation: Missing , Damaged in transit , Spoiled or melted , Quality issue , or Wrong item . Then select the number of items affected. If you selected Damaged in transit , Quality issue , Spoiled or melted , or Wrong item , upload a photo and add a description of at least 15 characters explaining what happened. Missing item reports don't require a photo but you’re encouraged to leave a comment with anything you want the brand to know. Choose how you'd like the issue resolved. To order a replacement, select Replace items . To receive a refund, select Get a refund . Review the details on the confirmation screen, then select Submit . What does each issue type mean? Missing: the item never arrived in your shipment. No photo or description is required. Damaged in transit: the item arrived broken, or physically compromised due to mishandling during transit. Upload photos of the item, the packaging, and the shipping box and describe the damage. Spoiled or melted : a food and beverage item arrived spoiled, melted, or otherwise unsafe to consume. Upload a photo and describe the issue. Quality issue: the item arrived intact but doesn't meet the quality you expected. Upload a photo and describe the issue. Wrong item: you received a different product or a different size than what you ordered. Upload a photo of what you received and describe what you expected instead. What do I do with an item after I report it? If you reported an item as damaged, spoiled or melted, a quality issue, or a wrong item, we recommend keeping the item and its packaging for at least 14 days after you submit your report. This gives the brand time to review your report and follow up if they have questions. You're not required to send the item back to us, but the brand may ask that it be sent back to them directly. This doesn't apply to missing item reports, since there's no item on hand to keep. If the brand wants the items sent back, they’ll need to provide you with a return shipping label. What if the items I got are not as expected? Some products, especially handmade or naturally variable items, can look slightly different from their photos, ex: variations in color, texture, or pattern that come from how the product is made. If that's your situation and nothing is actually wrong with the item, reach out to the brand through Faire messenger to ask about the difference. They can let you know if it's expected or give you more detail about how the product is made. If you think there's an actual problem with the item rather than just a difference from what you expected, report it as a quality issue. What if my retail customer returns a damaged item to my store? If a product is not damaged when you receive the order from the brand, the brand is no longer responsible for its condition after it is resold. To prevent issues for your customers, assess the product quality before reselling to make sure it's in perfect condition. How does it work if I choose to replace items in my report? When submitting your report, you can select Replace items and a replacement order is created for the brand to fulfill. Once the brand has fulfilled the order, you'll be notified by email when the replacement has shipped. You'll get a new invoice charging you for the replacement order, with shipping costs covered by Faire. Why am I being charged for replacement items? When you choose a replacement, we refund or adjust the item costs reported on the original order. If your original order has already been paid, we'll refund the payment method used to pay for that order. If your original invoice hasn't been paid yet, the reported items will be removed from your existing invoice. You'll be charged for the items on the replacement order when the brand fulfills it. Your payment option used on the original order will be selected by default. Ex: if you placed the order using payment on shipment terms, the replacement order will also be payment on shipment. How does it work if I choose to get a refund for the items in my report? When you choose to get a refund for the reported items, it’s handled differently depending on your original invoice payment terms. If you used payment on shipment terms and your invoice for the original order has already been paid, we'll refund the payment method used to pay for that order. This typically takes 7-10 business days, depending on your financial institution. If you used net 60 terms and your original invoice hasn't been paid yet, the reported items will be removed from your existing invoice, and you won't be charged for them when the invoice is due. If Faire credit was used, we'll return the credit to your account first, and any remaining value will be refunded to the payment method used on the order. If Faire Direct credit was used to pay for the order, that credit won't be restored. Any refunded Faire credit appears in your account balance immediately and automatically applies to your next order with any brand. How can I check if I filed a report? Go to Invoices in your account dropdown menu. Enter the order number in the search bar. Toggle from the unpaid tab to the paid tab if payment already took place on the invoice. Select View Invoice . Locate the Issue Reported on section in your invoice to view the items and quantities that were reported. If you don't see Issue Reported on on the invoice, this means a report wasn't filed on the order. Why can't I report an issue? All issue reports must be submitted within 14 days after the order is delivered. After 14 days, the option will no longer be available, but you can request an extension to report an issue with an order. Faire isn't responsible if you choose to report issues to the brand directly, off our platform. We reserve the right to accept or reject any report filed, including if we suspect fraudulent activity. Our decision on whether to accept a report is final. How can I request an issue report extension? You can request an issue report extension if your issue report deadline has passed. To request an extension, please follow the steps below: Select Orders in your account dropdown menu. Scroll to find the order and select Report issue Fill out the extension request fields: select the What is the Issue? dropdown and choose the most applicable option, then enter a description of the issue and why it wasn't reported within 14 days of delivery. Select Submit . You'll receive an email update once your extension request has been reviewed. If it's approved, you can report the issue in your account. How do I cancel or reverse a report? If you locate an item you reported missing, resolve an issue with an item you reported as damaged or a quality issue, or no longer believe an item you reported was wrong, you may be able to cancel the report directly in your portal. If you have not paid for the order, or the brand has not received their payout, you will see the option to report the issue in your portal. To report the issue: Select Orders in your account dropdown menu. Scroll to find the order and select View or cancel report . Select Cancel report and choose a reason for cancellation. If you are not able to cancel the report in your portal, please reach out to us and we’ll connect you with a support specialist to update your report. If you requested a replacement and no longer need it, we recommend submitting an order cancellation request. For more information, visit How can I cancel an order? . Why am I being charged for shipping after I report items? Shipping costs aren't automatically adjusted from the order when items are reported. If your entire order was reported as an issue and you're being charged for shipping, let us know and we can connect you to a support specialist.

How do I contact a brand on Faire?

The best way to get in touch with a brand on Faire is through our chat messaging platform. Chat is available on all Faire platforms, including on our desktop website and our mobile app. We encourage you to contact the brand directly for specific questions about their products or about the status of an order. All the brands on Faire produce and ship orders to you directly, so they’re the best point of contact to get those questions answered. How do I send messages from the Faire website? To chat with brands on Faire you've already interacted with using your desktop, laptop, or mobile browser: Select the speech bubble in the bottom-left corner of your portal. Enter the brand name you want to connect with in the Search bar. Enter your message in the Type a message... field. If needed, you can attach a PDF or image file by selecting the paperclip icon. (Supported file types: PDF, JPEG, PNG, GIF, WEBP) Select Send or press Shift + Enter on your keyboard to send your message. To message a brand you haven't ordered from before : Select the Message icon in the upper-right corner of the brand’s shop page. Enter your message in the text field. Select Send message . Once you send your message, a new thread with the brand will appear in your Messages tab where you can check for their reply or send attachments as needed. You can also select Mark as unread in any message thread to move it back to your Unread tab. How do I send messages from the Faire mobile app? To start a new message with a brand in the mobile app: Tap Search products or brands . Type the brand’s shop name. Tap on the brand’s name to load their shop page. Select the speech bubble icon near the top of the screen. Type your message and tap enter. To view your existing conversations using your mobile device: Tap the Profile icon in the lower-right corner of the screen. Tap Messages . The mobile app doesn’t support file attachments. To send a file to a brand, please use the desktop version or a mobile browser. Can I send attachments to brands in the mobile app? No, the mobile app currently doesn't support file attachments. To send a file to a brand, please use the desktop version or a mobile browser. Can I message a brand before placing my first order? Yes, messenger can be used prior to placing an order. Can I unsend a message? You can retract a message up to 10 minutes after sending. To unsend a message: Hover over the message and select the icon with the 3 dots. Select Delete message . Messages can't be restored once deleted. What should I do if a brand is unresponsive? We recommend allowing brands 24 hours for a response. If there is no response provided within this timeframe, please let us know and we’ll connect you with a support specialist to assist with reaching out. Will my team members see my messages? Yes, all team members will be able to read messages between your team and the brands on Faire. By default, messages from your team will show as unread when you open messenger. If you would prefer to have them marked as read, you can update this by following the instructions below: Select the gear icon above your conversation list. This will open a pop-up modal with options to update your profile photo and your team’s messenger configuration. Select the checkbox labeled “Automatically mark messages sent by my team as read.” What does it mean if a conversation is in the Needs Reply section? The new Needs reply section automatically sorts and surfaces the most urgent messages first, so you can focus on what matters and never miss a time-sensitive conversation. You can also add or remove conversations from this section by following the steps below: Open a messenger conversation Select the three dots in the top-right corner of the conversation Select either Mark as needs reply to add the conversation to your Needs Reply section or select Dismiss to remove the conversation from your Needs Reply section What else can I do in Faire Messenger? When using a desktop computer, you can now use the icons on the right-hand side of a messenger conversation to view the brand’s profile, your orders with them, and your cart, all while staying in the conversation.